Virtual Member Services Skills Workshop

on "September 10, 2021 3:03 pm"

Join us for a practical and proven approach to member service that communicates the philosophy that members should be treated better than they expect. Designed for anyone in a member-facing role to succeed in the new credit union culture of service. 

102821MbrSvcSkills

You will learn the message and method for exceptional member service, service standards, and providing proactive service in this half-day workshop.

Virtual Member Services Skills Workshop
October 28, 2021 • Registration deadline: October 12, 2021

Register here 

AGENDA

8:30 am - 12:30 pm

  • Message & Method
  • The science of great member service
  • Happy employees provide exceptional service
  • Employee empowerment leads to great outcomes
  • “It takes an organization” great member service is everyone’s responsibility
  • Service Standards
  • Using affirming language
  • Becoming a no hand-off organization
  • Avoiding Member Service Death Words!
  • Negative service recovery skills
  • Great service over the phone
  • Providing Proactive Service
  • Defining what proactive service is
  • The 2 product categories and the full product line
  • Building a primary financial relationship through proactive service
  • Scripting for value-adding product/service conversations

SPEAKER

Nick Brown is President & CEO of SalesCU.  He has decades of frontline member service, training, selling, and leadership experience in the credit union industry.  Sharing his 20+ years of credit union sales and leadership experience using practical and proven techniques and strategies that actually work in a credit union setting.